System Engineer

Type: Full time

Location: Hong Kong

Energybox creates leading edge IoT solutions in a fully-vertically integrated SaaS platform. With sensors that monitor temperature, humidity, access, energy use and more; a patented cloud-based platform; and business-intelligence software; Our solutions and software track equipment and facilities across multiple locations in real time, so our customers can improve efficiency, save money, mitigate risk and put valuable resources to better use.

Energybox is seeking a high-energy, self-motivated individual who has a healthy disregard for the impossible and views a challenge as the necessary inspiration to create a legacy. This unique opportunity is a System Engineer  position, based at our Hong Kong office in Kwun Tong. Qualified candidates will have the opportunity to work with a world class international team that is revolutionizing the way people live with energy. The candidate will be integral in a wide variety of global projects ranging from product launches to branding initiatives.

 

Required person’s mindset:

  • Strong leadership, flexibility, excellent interpersonal and communication skills
  • Assertive, well-organized, analytical and having good problem-solving skills
  • Teamplayer within a company that rewards competence, performance and teamwork
  • Drive to excel and result orientation
  • Innovation and Simplicity is key in our business
  • Customer Delight mindset
  • Wants to make a difference
  • Driven by passion
  • Resonance with our values: People, Simplicity, Delight Customers, Passion and Sustainability

 

About your job:

  • Take ownership of customer technology issues and see them through to resolution
  • Provide frequent statuses to customers while support tickets are worked on
  • Help with onboarding/initial setup of new customers
  • Proactively monitor platform daily to help minimize outages to ensure business is not impacted
  • Maintain day to day observation, reporting and follow-up for support metrics and ticket management
  • Monitor all incoming Support inquiries and take full ownership ensuring technical support service levels are achieved
  • Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, and attaching screenshots.
  • Provides remote phone and email troubleshooting support for software and hardware inquiries, as well as customer requests (i.e. password resets), and records all information accurately in the help desk solution. May also make outboard service calls to potential customers
  • Ongoing management of System implementations and customer go live support
  • Help develop training programs and provide feedback on training and support documents for customers
  • Train customers on best practices for using system and products

 

About you:

  • 2-4  years of experience working in a support role directly communicating with customers
  • 1-3 years hands-on experience with hardware diagnostics and troubleshooting
  • Not afraid to roll up sleeves and get hands on with product testing
  • Excellent understanding of cloud based computing architectures
  • Very good understanding of Hardware/Software interoperability challenges
  • Product commissioning, testing and troubleshooting experience
  • Strong sense of responsibility and able to work independently
  • Good analytical and problem-solving ability
  • Drive to excel and result orientation
  • Proven exemplary customer service experience
  • Understanding of IoT wireless and Cloud computing in emerging technologies preferred
  • Strong written and oral communication skills
  • Ability to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills
  • Experience doing business with many Asian countries
  • Fluent in English, Cantonese and Mandarin, other Asian languages will be considered a big plus

 

Energybox is proud to be an equal employment opportunity workplace.

Please submit your resume to careers@energybox.com

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